Prepared By: Kliment Grozdanoski kliment.grozdanoski@leoron.

com +389 71 279 954 (WhatsApp)

Monika Nikolovska

[email protected]

2021 April
Prepared By: Kliment Grozdanoski [email protected] +389 71 279 954 (WhatsApp)
 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

About
Hi there, Quality Student!

I work with Leoron, the leading training institute in the MENA Region in the last 6 years. Throughout
these years we have prepared over 1,000 students to obtain ASQ, IRCA, EFQM or other quality
certifications, or simply to learn more about better application of the quality tools and techniques.

This worksheet is the first part of the series of questions which I collected from all over the internet and
from previous exam takers. The aim of this sheet is to give you a general idea about the difficulty level of
the CMQ/OE exam, and whether you would need extra help to pass the exam or not.

If you do not need extra help, then you might be the next MENA quality person of the year!

If you do need extra help, then please approach me and get a free training advice.

This worksheet is not intended for commercial use.

Wishing you happy learning!

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

1. Which of the following elements would be expected to be included in a good project plan?

I. Cost benefit analysis

II. Timetable for completion
III. Description of required resources
IV. Statement of project deliverables

A. I and II only
B. II and III only
C. I, III, and IV only
D. I, II, III, and IV

2. Which of the following is not an advantage of a formal project report?

A. They generally address a specific issue.

B. They are suitable for long-term retention.
C. They usually include additional background information.
D. They are useful to individuals not closely involved with the project.

3. The most critical use for project portfolio analysis is to:

A. Compare the net value of a new project relative to continuing previously approved
projects
B. Determine the best time to start a new project
C. Assess the feasibility of starting a new project relative to the resources being
allocated to existing projects as well as assessing the strategic fit of the new project
D. Make room for a new project by canceling or postponing an existing project that will
not produce as high an ROI as the new project

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

4. Given a four-week project involving 22 tasks, a budget of $22,000, and a part-time team
(project manager and two analysts), which project management tool will most likely be
used to display project progress to management?

A. Work breakdown structure

B. Network diagram
C. Budget variance report
D. Gantt/milestone chart

5. The mission statement for a quality function would best focus on:

A. Reducing defects.
B. Assessing the performance of production workers.
C. Companywide and departmental activities that collectively result in product and/or
service quality.
D. Leading small teams that break down barriers and reach higher organizational goals.

6. Which of the following quality tools is most likely to identify a specific quality system
effectiveness problem to be addressed?

A. Process map
B. Balanced scorecard
C. Quality management system audit
D. Employee performance appraisal

7. The Baldrige Award performance excellence criteria address which types of performance?

I. Procedural compliance -
II. Supplier related -
III. Customer related -
IV. Financial and marketplace -

A. I and IV only
B. III and IV only
C. II, III, and IV only
D. III only

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

8. The purpose of the ISO 9001 standard is to:

I. Provide confidence in quality management systems by offering a common basis for

assessments.
II. Provide confidence to customers and other stakeholders that the requirements for
quality are being, or will be, met.
III. Systematically pursue ever higher levels of overall company and human performance,
including quality, productivity, and time performance.
IV. Build loyalties and teamwork while encouraging and supporting initiative and risk
taking.

A. I and II only
B. I, II, and IV only
C. III and IV only
D. I, II, III, and IV

9. Which of the following is true?

A. Benchmarking should be an ongoing process contributing to continual improvement

B. Six Sigma methodology is only applicable to large problems causing variation in
manufactured product
C. A kaizen event is held in celebration of a significant process improvement
D. The concepts of TQM are passé

10. Which of the following concepts may best exemplify a universal business rationale for
improving quality?

A. Crosby’s “Do it right the first time”

B. Ishikawa’s “Total quality control”
C. Deming’s “Chain reaction”
D. Juran’s “Trilogy”

11. All but one of the following statements is true. Which one is not true?

A. Cost and quality are complementary rather than conflicting objectives.

B. The cost of quality is primarily the investment in obtaining and sustaining good
quality.
C. When production output is less than free of all defects, people are being paid to
produce poor quality.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

D. Nothing less than 100 percent inspection will suffice to ensure that good quality is
produced.

12. The concept of self-control by a production worker includes:

I. Knowing what the organizational goals are, what the job objective is, and the standard for
performance.
II. Knowing what the actual performance is.
III. Notifying supervision whenever a nonconformance occurs.
IV. Having the means for changing the performance when it does not conform to the goals,
objectives, and standard.

A. III only
B. I, II, and III only
C. I and II only
D. I, II, and IV only

13. A new process improvement team has just flowcharted how a process currently works. The
value to the team is to:

A. Document and retain records demonstrating how work activities were performed at a
specific moment in time.
B. Gain consensus on how information and materials currently flow through the
organization.
C. Validate baseline performance data collected before a change is implemented.
D. Assess the level of compliance against a quality standard.

14. An acute-care unit of a medium-size hospital wants to develop a standardized approach to

root cause analysis to improve diagnostic effectiveness. What tools should they consider for
their toolbox?

I. Flowchart -
II. Check sheet and Pareto chart
III. Fishbone chart -
IV. Five whys -
V. Histogram and scatter diagram
VI. Control charts -
VII. DMAIC –

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

A. II, III, IV, and VII only

B. VII only
C. IV and VII only
D. I, II, III, IV, V, VI, and VII

15. A work team has identified three software packages that will help them dramatically
improve a process and needs to decide which to purchase. Each package has some of the
same and some different features and there are many different criteria that need to be
used in making the decision. Which of the following tools is likely to be most valuable for
helping the team decide?

A. Priorities matrix
B. Tree diagram
C. Matrix diagram
D. Activity network diagram

16. You have been meeting every day for four days with the purchasing manager, trying to
decide the relative responsibilities of the quality and purchasing departments for dealing
with supplier problems. Which of the following would likely be least effective at helping
reach agreement?

A. Meet in a conference room rather than one of your offices.

B. Wait several days before meeting again.
C. Write a procedure outlining how you believe the process should work.
D. Spend more time listening than talking, in order to understand the purchasing manager s
viewpoint.

17. Managers who take shortcuts, push employees beyond their limits, eliminate training, and
neglect equipment maintenance probably are:

A. Dissatisfied with their current salaries.

B. Evaluated against short-term results.
C. Striving for a promotion.
D. Tired and overworked.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

18. A tool used to assess the readiness of the organization to embrace and institutionalize
change is:

A. Management review.
B. Hoshin planning.
C. Nominal group technique.
D. Force-field analysis.

19. Two employees separately submitted the same idea to a companys formal suggestion
system on the same date. Under the rules of the system the employee who submits an idea
is to receive a portion of the financial savings in the first year, which for this idea will be a
very substantial amount. However, each employee claims to have come up with the idea
and insists that the other stole it and submitted it after a conversation theyd had about a
processing problem in their department. Neither wants to share the reward. The company
should:

A. Change the suggestion system to be available only to teams.

B. Call in an arbitrator to settle the issue.
C. Insist that the two employees negotiate with each other until they reach an agreement.
D. Ask others in the department how they believe the reward should be distributed.

20. The leader of a team that had formerly worked together exceptionally well has noticed
several disagreements between team members since two new people joined the team two
weeks ago. The leader should:

A. Meet with all team members except the new ones and try to come up with suggestions
for resolving any problems.
B. Have a one-on-one discussion with each of the new members and explain how the team
used to avoid arguments.
C. Ask a facilitator to attend the next few meetings to help reduce conflict.
D. Do nothing.

21. A facilitator notices that the team jumps to conclusions after only one or two members
have stated their opinion. The facilitator should:

A. Tell the team to have a nonbinding vote before beginning a discussion, which will make
each persons view apparent.
B. Ask the team to fill out a questionnaire rating themselves on effective group process.
C. Tell the quiet members they need to speak out.
D. Ask what the impact will be on the team if they don’t adequately discuss issues.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

22. A company has been very reactive in dealing with quality since it was started 19 years ago
and management wants to develop a more proactive organization. Which of the following
actions by top management would be most useful at the beginning of the process of
change?

A. Change the reward system.

B. Create a new position with the title “preventive action coordinator.”
C. Reorganize into “small business units” that have a line of sight for quality problems.
D. Define, communicate, and demonstrate proactive quality behaviors.

23. A team is frustrated by the difficulty of the project on which they are working and has
asked the sponsor to attend their next meeting. The sponsor should:

A. Decline, since the team needs to own the process.

B. Attend with a clear vision of the importance of the project.
C. Try to identify resisting forces before attending the meeting.
D. Attend and communicate a sense of urgency.

24. Which of the following process improvement teams projects is likely to be regarded as most
successful where on-time deliverables are critical?

A. Deliverables were completed on time, but project incurred a one percent cost overrun.
B. Project team worked well together and worked hard but lacked sufficient resources to
complete project on time and within budget.
C. Project required a reduction in scope in order to finish within planned time and cost and
avoid a late penalty.
D. Project completed deliverables a week late and incurred a cost overrun but provided
unplanned added value.

25. As part of the continued evolution of their TQM philosophy, a company recently devised a
sophisticated gain-sharing program that allows all employees to obtain financial rewards
from improved organizational performance. Which of the following is true?

A. The company will see increased enthusiasm for their TQM efforts.
B. Management should ensure that the TQM effort also taps intrinsic motivation.
C. The gain-sharing program probably gives a greater proportion of the rewards to
employees at higher levels of the organization.
D. Quality to the customer may drop as improvement efforts become more focused on
financial results.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

26. Which of these circumstances might reasonably prompt a reevaluation of an organizations

policies and strategic objectives?

I. The retirement of the CEO -

II. A merger with another company
III. Divestiture of a major division
IV. Obsolescence of a major technology

A. I, II, III, and IV

B. II, III, and IV only
C. I, II, and IV only
D. II and III only

27. A small chain of five retail stores has just completed its initial strategic planning and
wishes to determine the effectiveness of its plans for the first year. They should track and
measure:

A. Results from action plans.

B. Frequency of application of the quality policy.
C. Attainment of the strategic objectives.
D. Organization goals.

28. Three hospitals are located within the same metropolitan are a. One hospital determined
that both its cafeteria and its gift shop ranked lower in variety and convenience than the
other two hospitals. Which of the following actions would be most appropriate?

A. Normalize the data based on any significant differences in the customers being served
(for example, economic strata).
B. Subcontract the cafeteria and gift shop to outside sources that can provide greater
attention to these nonmedical aspects of the hospital operations.
C. Colocate the cafeteria and the gift shop in order to share resources, reduce costs, simplify
access, and allow a greater investment in variety.
D. Look at customer purchasing patterns and profit margins to maximize investment
payback.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

29. Strategic planning may include all but which of the following?

A. A SWOT analysis
B. Hoshin planning and deployment
C. A seven-step problem-solving technique
D. Scenario planning

30. During the development of company strategy, input should be sought from:

A. Advertising agencies.
B. Competitors.
C. Stakeholders.
D. Public relations advisers.

31. To establish the direction an organizations first strategic planning initiative should take,
the organization should first create:

A. A mission statement.
B. Organizational objectives.
C. A vision statement.
D. Action plans.

32. An organizations environmental scanning process has uncovered the following:

-> They have an underutilized core competency.
-> Their research and development capability is well recognized.
-> Retention of their best performers is a problem.
-> A new technology from another country can be employed in developing a whole new
product family.
What technique/tool was most likely used to categorize and analyze these and other
similar data?

A. Priorities matrix
B. Process map
C. Quality function deployment
D. SWOT analysis

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

33. The role of the quality function in supporting strategic plans could include all but which of
the following?

A. Institute and enforce a quality policy across all organizational functions.

B. Lead the implementation of an ISO 9001 QMS, as identified in the strategic plan.
C. Advise other functions in the setting of quality objectives that are linked to the
organizations strategic plan.
D. Facilitate the deployment of the voice of the customer throughout the organization.

34. In preparation for strategic planning, organizations should look closely at their industry to
determine:
I. The amount of excess capacity.
II. Which competitors might join forces and become a greater threat.
III. How employees perceive competitor advertisements.
IV. What changes in regulatory requirements are likely to occur.

A. I and II
B. II and III
C. I, II, and IV
D. I, II, III, and IV

35. Scenario planning is used for:

A. Deciding which continuous improvement project recommendations to implement first.

B. Determining which method of financial analysis to use.
C. Envisioning several alternative strategic viewpoints.
D. Analyzing the results of a SWOT analysis.

36. A root cause of a nonconformance is defined as a problem that:

A. is discovered by conducting designed experiments

B. is established through the use of fishbone diagrams
C. must be reviewed by the material review board
D. must be corrected in order to prevent a recurrence

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

37. Which of the following audit strategies is a common technique to assess compliance to a
specific requirement at all locations where that requirement is applicable?

A. Discovery method
B. Element method
C. Department method
D. Process method

38. When is it acceptable to grant an extension of the time frame for a corrective action?

A. When the auditor cannot perform the follow-up audit as scheduled

B. When the auditee determines that the proposed corrective action is not cost-effective
C. When the corrective action plan requires more time than originally anticipated
D. When there has been a change in operators who perform the task

39. The fraction of nonconforming products is plotted on which of the following types of
control charts?

A. p chart
B. u chart
C. np chart
D. c chart

40. A facilitator notices that the team jumps to conclusions after only one or two members
have stated their opinion. The facilitator should:
A. Tell the team to have a nonbinding vote before beginning a discussion, which will make
each person's view apparent.
B. Ask the team to fill out a questionnaire rating themselves on effective group process.
C. Tell the quiet members they need to speak out.
D. Ask what the impact will be on the team if they don't adequately discuss issues.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

41. A company has been very reactive in dealing with quality since it was started 19 years ago
and management wants to develop a more proactive organization. Which of the following
actions by top management would be most useful at the beginning of the process of
change?

A. Change the reward system.

B. Create a new position with the title "preventive action coordinator."
C. Reorganize into "small business units" that have a line of sight for quality problems.
D. Define, communicate, and demonstrate proactive quality behaviors

42. A team is frustrated by the difficulty of the project on which they're working and has asked
the sponsor to attend their next meeting. The sponsor should:

A. Decline, since the team needs to own the process.

B. Attend with a clear vision of the importance of the project.
C. Try to identify resisting forces before attending the meeting.
D. Attend and communicate a sense of urgency.

43. Which of the following process improvement teams' projects is likely to be regarded as
most successful where on-time deliverables are critical.

A. Deliverables were completed on time, but project incurred a one percent cost overrun.
B. Project team worked well together and worked hard but lacked sufficient resources to
complete project on time and within budget.
C. Project required a reduction in scope in order to finish within planned time and cost and
avoid a late penalty.
D. Project completed deliverables a week late and incurred a cost overrun but provided
unplanned added value.

44. As part of the continued evolution of their TQM philosophy, a company recently devised a
sophisticated gain-sharing program that allows all employees to obtain financial rewards

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

from improved organizational performance. Which of the following is true?

A. The company will see increased enthusiasm for their TQM efforts.
B. Management should ensure that the TQM effort also taps intrinsic motivation.
C. The gain-sharing program probably gives a greater proportion of the rewards to
employees at higher levels of the organization.
D. Quality to the customer may drop as improvement efforts become more focused on
financial results

45. Which of these circumstances might reasonably prompt a reevaluation of an organization's

policies and strategic objectives?

I. The retirement of the CEO

II. A merger with another company
III. Divestiture of a major division
IV. Obsolescence of a major technology

A. I, II, III, and IV

B. II, III, and IV only
C. D. I, II, and IV only
D. E. II and III only

46. A small chain of five retail stores has just completed its initial strategic planning and
wishes to determine the effectiveness of its plans for the first year. They should track and
measure:

A. Results from action plans.

B. Frequency of application of the quality policy.
C. Attainment of the strategic objectives.
D. Organization goals.

47. Strategic planning may include all but which of the following?

A. A SWOT analysis
B. Hoshin planning and deployment
C. A seven-step problem-solving technique

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

D. Scenario planning

48. Three hospitals are located within the same metropolitan are a. One hospital determined
that both its cafeteria and its gift shop ranked lower in variety and convenience than the
other two hospitals. Which of the following actions would be most appropriate?

A. Normalize the data based on any significant differences in the customers being served
(for example, economic strata).
B. Subcontract the cafeteria and gift shop to outside sources that can provide greater
attention to these nonmedical aspects of the hospital operations.
C. Colocate the cafeteria and the gift shop in order to share resources, reduce costs,
simplify access, and allow a greater investment in variety.
D. Look at customer purchasing patterns and profit margins to maximize investment
payback

49. Strategic planning may include all but which of the following?

A. A SWOT analysis
B. Hoshin planning and deployment
C. A seven-step problem-solving technique
D. Scenario planning

50. During the development of company strategy, input should be sought from:

A. Advertising agencies.
B. Competitors.
C. Stakeholders.
D. Public relations advisers.

51. To establish the direction an organization's first strategic planning initiative should take,
the organization should first create:

A. A mission statement.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

B. Organizational objectives.
C. A vision statement.
D. Action plans.

52. The role of the quality function in supporting strategic plans could include all but which of
the following?

A. Institute and enforce a quality policy across all organizational functions.

B. Lead the implementation of an ISO 9001 QMS, as identified in the strategic plan.
C. Advise other functions in the setting of quality objectives that are linked to the
organization's strategic plan.
D. Facilitate the deployment of the voice of the customer throughout the organization.

53. Scenario planning is used for:

A. Deciding which continuous improvement project recommendations to implement first.

B. Determining which method of financial analysis to use.
C. Envisioning several alternative strategic viewpoints.
D. Analyzing the results of a SWOT analysis.

54. The preferred technique/tool used to determine the strategies of organizations serving the
same market as your own organization is:

A. Competitive analysis.
B. Benchmarking.
C. Industry trade association data research.
D. Survey of competitor 's customers.

55. A stakeholder analysis would:

A. Determine the appropriate dividend amount to be distributed to shareholders.

B. Assess the feasibility of a partnership with a key supplier.
C. Provide the basis to recommend the best strategy for dealing with pressure from a
competitor.
D. Delineate the outputs and outcomes needed by customers and regulatory agencies affecting
the business.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

56. The most critical consideration in the deployment of strategic plans is:

A. Sufficient resources can be made available to carry out the plans.

B. The strategic goals do not exceed the present organization's capabilities.
C. Middle management agrees with senior management that the strategic objectives are
achievable.
D. A process for tracking and measuring achievement of strategic goals is in place.

57. Knowledge and application of which of the following management theories and styles
would be most useful to a manager dealing with an employee who is performing poorly?

I. Maslow's hierarchy of needs

II. Herzberg's two-factor theory
III. McGregor 's theory X and theory Y
IV. Kolb's experiential learning model
V. Behavior management--ABC analysis
VI. Hersey-Blanchard's situational leadership model
VII. Senge's systems thinking

A. II, IV, VII

B. I, II, V, VI
C. I, III
D. IV, VII

58. Typical tools used as aids in selecting members for a process improvement team are:

A. DiSC and MBTI.

B. MBTI and process mapping.
C. Root cause analysis and fishbone chart.
D. Brainstorming and affinity diagram.

59. Organizational components that not only support other internal functions but also support
external stakeholders are:

A. Information technology and human resources.

B. Finance and customer service.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

C. Engineering and R&

D. Marketing and quality

60. Two human resource functions that typically are shared with other organizational
components are:

1. Unemployment and relocation administration.

2. Union contract negotiation and OSHA compliance assessment.
3. Staffing and training.
4. Compensation and benefits administration.

61. Reasons for building an economic case for quality may include:

I. The case expresses quality in the language of management.

II. The approach justifies quality initiatives in dollars and cents.
III. The Sarbanes-Oxley Act requires it.
IV. Quality is typically treated as a cost rather than as an investment
V. The economic case for quality allows for comparison of it with other major investments
or projects.

A. III only
B. I, II, IV, and V
C. IV and V only
D. I and II only

62. Bottom-to-top communication techniques include all the following except:

A. Employee suggestion boxes.

B. Quality circles.
C. Performance reviews.
D. Employee satisfaction surveys.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

63. Which of the following is not generally a characteristic of communication in hierarchical

organizations?

A. Communication is constrained by chain of command.

B. Messages are distorted many times by different frames of reference.
C. Competitive opportunities might be missed because of time delays.
D. Different functional departments communicate at a different pace.

64. All but one of the following represents good communicating skill. Which one does not?

A. Body language and voice convey the same message.

B. Use open-ended and closed questions at appropriate times.
C. Since the brain works much faster than speaking, use the time while another person is
speaking to plan your next comment or question.
D. Use a paraphrasing technique to clarify your understanding of what was said.

65. As part of your preparation for a business trip to another country it would be wise to do all
but one of the following. Which one would that be?

A. Arrange for an interpreter to be available when you meet with your business contact, unless
you are fluent in the language and knowledgeable of the culture and business customs of
the country.
B. Plan an elaborate visual presentation that you will make shortly after arrival, and follow that
by quickly striving to reach an agreement or make the sale.
C. Resolve to keep your political views and personal beliefs to yourself even though you have
strong feelings about the political climate and beliefs prevalent in the country you will visit.
D. Obtain and study information about the country before leaving for your trip.

66. To gain a competitive edge, a commercial flower grower seeks a technology solution that
will improve productivity, quality, customer satisfaction, and profits. Which of the following
actions would provide the best results within one year?

A. Contract with a call center to handle customer complaints.

B. Set up an informational Web site to display flowers available.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

C. Implement a GIS mapping system to more effectively allocate growing space based on
growth requirements of the flowers, soil conditions, sunlight, and irrigation channels.
D. Provide field workers with portable devices for recording flower growth, quality factors, and
yield –for downloading nightly to a program to compute productivity, quality status, and
potential yield by type of crop and when it will be available for shipment.

67. An external risk factor that might need to be considered when conducting project planning
is:

A. Lack of resources.
B. Regulatory requirements.
C. Organizational rules.
D. Technological capabilities.

68. Which of the following is the biggest problem in costbenefit analysis?

A. It is easier to accurately estimate benefits than costs.

B. It is easier to accurately estimate costs than benefits.
C. It is an elaborate tool requiring extensive computer support.
D. It is too difficult to compute the time value of money.

69. Which of the following elements would be expected to be included in a good project plan?

I. Costbenefit analysis
II. Timetable for completion
III. Description of required resources
IV. Statement of project deliverables

A. I and II only
B. II and III only
C. I, III, and IV only
D. I, II, III, and IV

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

70. Which of the following is not an advantage of a formal project report?

A. They generally address a specific issue.

B. They are suitable for long-term retention.
C. They usually include additional background information.
D. They are useful to individuals not closely involved with the project.

71. The most critical use for project portfolio analysis is to:

A. Compare the net value of a new project relative to continuing previously approved projects
B. Determine the best time to start a new project
C. Assess the feasibility of starting a new project relative to the resources being allocated to
existing projects as well as assessing the strategic fit of the new project
D. Make room for a new project by canceling or postponing an existing project that will not
produce as high an ROI as the new project

72. Given a four-week project involving 22 tasks, a budget of $22,000, and a part-time team
(project manager and two analysts), which project management tool will most likely be
used to display project progress to management?

A. Work breakdown structure

B. Network diagram
C. Budget variance report
D. Gantt/milestone chart

73. The mission statement for a quality function would best focus on:

A. Reducing defects.
B. Assessing the performance of production workers.
C. Company-wide and departmental activities that collectively result in product and/or service
quality.
D. Leading small teams that break down barriers and reach higher organizational goals.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

74. Which of the following quality tools is most likely to identify a specific quality system
effectiveness problem to be addressed?

A. Process map
B. Balanced scorecard
C. Quality management system audit
D. Employee performance appraisal

75. The Baldrige Award performance excellence criteria address which types of performance?

I. Procedural compliance
II. Supplier related
III. Customer related
IV. Financial and marketplace

A. I and IV only
B. III and IV only
C. II, III, and IV only
D. III only

76. The purpose of the ISO 9001 standard is to:

I. Provide confidence in quality management systems by offering a common basis for

assessments.
II. Provide confidence to customers and other stakeholders that the requirements for quality
are being, or will be met.
III. Systematically pursue ever higher levels of overall company and human performance,
including quality, productivity, and time performance.
IV. Build loyalties and teamwork while encouraging and supporting initiative and risk taking.

A. I and II only
B. I, II, and IV only
C. III and IV only
D. I, II, III, and IV

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

77. Which of the following is true?

A. Benchmarking should be an ongoing process contributing to continual improvement

B. Six Sigma methodology is only applicable to large problems causing variation in
manufactured product
C. A kaizen event is held in celebration of a significant process improvement
D. The concepts of TQM are passé

78. Which of the following concepts may best exemplify a universal business rationale for
improving quality?

A. Crosby's "Do it right the first time"

B. Ishikawa's "Total quality control"
C. Deming's "Chain reaction"
D. Juran's "Trilogy"

79. The concept of self-control by a production worker includes:

I. Knowing what the organizational goals are, what the job objective is, and the standard for
performance.
II. Knowing what the actual performance is.
III. Notifying supervision whenever a nonconformance occurs.
IV. Having the means for changing the performance when it does not conform to the goals,
objectives, and standard.

A. III only
B. I, II, and III only
C. I and II only
D. I, II, and IV only

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

80. A new process improvement team has just flowcharted how a process currently works. The
value to the team is to:

A. Document and retain records demonstrating how work activities were performed at a
specific moment in time.
B. Gain consensus on how information and materials currently flow through the organization.
C. Validate baseline performance data collected before a change is implemented.
D. Assess the level of compliance against a quality standard.

81. An acute-care unit of a medium-size hospital wants to develop a standardized approach to

root cause analysis to improve diagnostic effectiveness. What tools should they consider for
their "toolbox"?

I. Flowchart
II. Check sheet and Pareto chart
III. Fishbone chart
IV. Five whys
V. Histogram and scatter diagram
VI. Control charts
VII. DMAIC

A. II, III, IV, and VII only

B. VII only
C. IV and VII only
D. I, II, III, IV, V, VI, and VII

82. A work team has identified three software packages that will help them dramatically
improve a process and needs to decide which to purchase. Each package has some of the
same and some different features and there are many different criteria that need to be
used in making the decision. Which of the following tools is likely to be most valuable for
helping the team decide?
A. Priorities matrix
B. Tree diagram
C. Matrix diagram
D. Activity network diagram

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

83. Brainstorming is a tool used primarily for:

A. Generating new ideas.

B. Analysis of data.
C. Organization of a list of items.
D. Deciding among a list of items.

84. The best tool for analyzing the relationship, over time, between quantitative data from two
variables suspected to influence one another, is a:

A. Pareto chart
B. Scatter diagram
C. Interrelationship digraph
D. Affinity diagram

85. Uses of a matrix-type chart include:

I. Deploying the voice of the customer throughout the organization.

II. As a spreadsheet to allocate resources by type over time.
III. Analyzing a portfolio of projects against a set of criteria to determine relative priority of
each project for implementation.
IV. Displaying the estimated time span of tasks within a project over the duration of the
project.

A. II, III, and IV only

B. II only
C. I, II, III, and IV
D. II and III only

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

86. In an insurance claims processing unit, which quality tool would be most useful to analyze
the amount of variation in the process used to code claims for computer entry and in
determining whether the process is stable prior to embarking on an improvement effort?

A. Control chart
B. Histogram
C. Process map
D. PDPC

87. All but one of the following tool sets could be used to help an educational institution
identify the cause of excessive student tardiness. Which one could not?

A. Brainstorming and an Ishikawa diagram

B. Five whys and a problem-solving model
C. FMEA and DMAIC
D. Check sheet and affinity diagram

88. Which of the following would be the best tool to use to understand the process linkage
from supplier to customer:

A. PDSA
B. DMAIC
C. FMEA
D. SIPOC

89. One of the best tools for assessing the impacts of identified risks in the design of a
hydroelectric dam and power station is:

A. Failure mode and effects analysis

B. Mean time between failure
C. Cost of poor quality
D. Reliability studies

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

90. A more accurate accounting of the costs to produce a product can be achieved with:

A. Traditional cost accounting methods

B. Activity-based costing
C. Correctly distinguishing between internal and external failure costs
D. Correctly differentiating between prevention and appraisal costs

91. Data that is derived from counting is derived from measuring is data.

A. Attribute, variable
B. Numeric, verbal
C. Variable, attribute
D. Quantitative, qualitative

92. Process analysis is to a flowchart as brainstorming is to a:

A. Checklist
B. Scatter diagram
C. Mind map
D. Pareto Chart

93. Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is
essential to be able to:

A. Reduce the total cost of quality to as near zero as possible.

B. Allocate efforts to effectively balance reduction of failures with detection of failures, as well
as preventing failures.
C. Substantially increase appraisal costs to detect failures before shipment.
D. Virtually eliminate appraisal costs by adding to prevention efforts.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

94. All except one of the following could be a process goal for a for-profit service organization.
Which one?

A. Ensure that the design of a service to customers follows industry safety standards.
B. Ensure that the service delivered produces a profit.
C. Dedication to continual process improvement.
D. Discipline any employee who fails to meet the service standards of the organization.

95. A common approach to understanding and improving a process is to:

A. Convene a focus group to study the process.

B. Form a cross-functional ad hoc team to map the existing process, then after analysis, map
the process as it might appear after improvement.
C. Implement statistical process control.
D. Audit the process to the ISO 9001 standard.

96. Lean tools are primarily focused on:

A. Eliminating waste.
B. Better workplace management.
C. Increasing customer value.
D. Reducing resources.

97. Takt time:

A. Is a measure of the time between each operation in a cycle.

B. Sets the pace of production to coincide with customer demand.
C. Is another term for cycle time.
D. Is the total sequential processing time to produce one item in a work cell.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

98. Theory of constraints:

A. Follows the steps in the process.

B. Follows the processes in the system.
C. Follows the flow of money.
D. Follows after process reengineering.

99. Which of the following statements are essential to understanding the theory of constraints?

I. The system, similar to a chain, is only as strong as its weakest link.

II. Not much improvement can occur until the weakest link is addressed.
III. Success or failure is dictated by the interaction of the process with the system.
IV. Once the weakest link is fixed, the system requires no further improvement.

A. I, II, and III only

B. I, II, and IV only
C. I, II, III, and IV
D. I and II only

100. Looking at the following data: 40, 20, 10, 20, 50, 90, 80, 30, 20, 40 the mean is , the
median is:

A. 40, 35, 20
B. 40, 20, 40
C. 20, 40, 40
D. 45, 70, 20

101. Disposition of a product using go/no-go data is based on what type of sampling
plan?

A. Variable
B. Attribute
C. Reduced
D. Tightened

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

102. The best technique for analyzing qualitative data is to:

A. Designate meaningful categories and assign each response to a category, then sum the
number of responses in each category as the indication of the category's importance to the
population responding.
B. Assign a value rating to each response, then sum the ratings for all responses, and use the
mean as representative of the responses of the total population.
C. Score each response according to personality type.
D. Search for keywords, significant to the research being done, in each response. Count the
number of each keyword used and take the keyword usage totals as representative of the
population studied.

103. A way to ensure a near 100 percent response rate for a survey is to conduct the
survey with the group targeted for study at a time and place when everyone in the group is
present and everyone is required to complete the survey. There may still be problems
possible with this approach that could cause poor decisions to be made from false data,
such as:

I. Some persons may refuse to take the survey or they may intentionally corrupt their
answers if they resent the method used.
II. Some persons may find that the pressure of having to complete the survey without lagging
behind most of the group may distort or inhibit clear thinking, and prevent a well-thought-
through response.
III. In their haste to get it over with, some respondents, without thought, may just randomly
answer the questions.
IV. Even though response documents may not show respondent identification, some
respondents may feel they have to furnish the answers they think management wants to
see.

A. IV only
B. II and III only
C. I only
D. I, II, III, and IV

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

104. Long-range trend analysis is typically used in performing which of the following
activities?

A. Control charting
B. Management review
C. Internal auditing
D. Design review

105. Which of the following correctly describes the sequence of events, from beginning
to end, for reducing special causes of variation?

I. Search for the cause.

II. Develop a long-term remedy.
III. Gather data to identify special causes.
IV. Put an immediate remedy in place to contain any damage.

A. I, III, IV, II
B. IV, III, II, I
C. II, I, III, IV
D. III, IV, I, II

106. Which of the following is true about the relationship between Cp and Cpk?

I. Cp = Cpk when the process is centered.

II. Cpk is always less than or equal to Cp.
III. Cp is always less than or equal to Cpk.
IV. There is no direct relationship between Cp and Cpk.

A. I only
B. IV only
C. I and II only
D. III and IV only

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

107. Which of the following techniques is most useful for measuring the test retest
reliability of a survey?

A. Calculate Cronbach's coefficient alpha.

B. Use differently worded items to measure the same attribute.
C. Have the same respondents complete a survey at two different points in time.
D. Conduct an organized review of the survey to ensure that it includes everything it should.

108. Management's goal is to continually improve customer service and satisfaction.

Their actions include the following. Which of these actions is least likely to help achieve the
goal?

A. Provide for positive reinforcement to employees who are trying to satisfy customers.
B. Encourage and support cooperation and conformance to quality standards amongst internal
customers.
C. Establish an employee suggestion box system.
D. Ensure that employees have the training, information, and physical things they need to do
their jobs well.

109. At a distributor of plumbing supplies, which one of the following actions will have
the most positive influence on employees to improve products, processes, and services?

A. Provide rubber mats to relieve the fatigue of counter service personnel.

B. Implement an inventory system that will ensure that all commonly ordered items are in stock
when needed.
C. Train all employees in the seven basic quality tools.
D. Establish and support cross-functional process improvement teams to address processes
where potential improvement is indicated.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

110. Which of the following lists is most representative of "external customers" of the
town's public high school?

A. Students, parents, colleges, potential employers, town school board, and community
volunteer agencies
B. Students, parents, teachers, potential employers
C. Students, parents, colleges, potential employers
D. Students, parents, town school board

111. Effective actions taken to improve products and service provided by a sports
clothing manufacturer to the distributors of their athletic products could include:

I. Conducting a survey of all end users

II. Collecting and analyzing data on what type and quality of the manufacturer 's products
appear to be in demand based on shipments in the past twelve months.
III. Identifying patterns of sales by product, by geographic location, and by size of distributor.
IV. Mutually identifying targets of opportunity beneficial to both manufacturer and
distributors, setting improvement objectives, and planning the improvements

A. B. I and IV only
B. II and III only
C. I, II, III, and IV
D. II, III, and IV only

112. Segmentation of a teaching hospital's patient database would be:

I. Useful in allocating physical resources.

II. Helpful in balancing staffing needs.
III. Advantageous in the process of applying for additional funding to accommodate projected
demands on facilities and staff.
IV. Impractical because of the transient nature of the patient base.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

A. B. IV only
B. I and II only
C. III only
D. I, II, and III only

113. A clustered-preference customer segment would be characterized by:

A. Consumer preferences that vary a great deal.

B. Consumers having roughly the same preferences.
C. Competing products that would be dissimilar between clusters.
D. Competing products that would be similar between clusters.

114. Which of the following should be accomplished first when implementing customer
relationship management initiatives?

A. Target key customers for relationship management.

B. Appoint a manager to supervise the customer service representative.
C. Assign a relationship manager to each key customer.
D. Develop customer relationship management plans.

115. Which of the following are proactive sources of customer information?

I. Claims/refunds
II. Technical services provided as part of the total product package
III. Monitoring of broad market trends
IV. Observing customers using the product or service

A. B. II only
B. IV only
C. I and III only
D. III and IV only

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

116. Which of the following is the most appropriate sequence of events for administering
a customer satisfaction survey, from beginning to end?

I. Prepare the survey instrument.

II. Administer the survey.
III. Report the results.
IV. Identify survey objectives.
V. Analyze the data.
VI. Organize the data.

A. I, VI, IV, II, V, III

B. I, II, V, VI, III, IV
C. IV, I, II, VI, V, III
D. VI, I, II, V, IV, III

117. Which of the following is the most direct technique for measuring customer
value?

A. Focus groups
B. Market test
C. Trade-off analysis
D. In-person interview

118. Quality function deployment looks at the relationship between all but which of
the following components?

A. Customer wants/needs
B. Company product/process characteristics
C. Competitor product performance
D. Customer service training requirements

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

119. A focus group consisting of external customers would be useful to:

I. Collect data that can be used to construct a customer survey.

II. Test the acceptability of a proposed new service.
III. Validate customer satisfaction across the entire customer base.
IV. Identify ways an existing service could be improved.

A. I, II, III, and IV

B. IV only
C. I, II, and IV only
D. II and III only

120. Mystery shopping is a term that applies to:

A. Use of random sampling to collect audit information.

B. Management by walking around (MBWA) for the retail industry.
C. Anonymous observation of customer service practices.
D. Verification of accuracy and reliability of sales data.

121. The first step in a successful customer satisfaction program is to:

A. Hire and train qualified staff and reward them based on performance.
B. Get to know the customers' most pressing needs.
C. Develop a strategic alliance/partnership with key customers.
D. Get management commitment to a focus on customers.

122. A listening post is a:

A. Physical place in the facility where employees gather to discuss comments heard from
customers.
B. Place where customer comments, pro and con, are posted for all employees to see.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

C. Practice whereby surveillance personnel periodically listen in to ongoing conversations

between employees and customers for the purpose of identifying employee behavior that
can be improved.
D. Designated individual or group trained to listen carefully to customer comments, and record
the comments in a process where the comments can be analyzed (trended) and actions
taken to improve customer satisfaction.

123. In the development of a consumer appliance product survey which of the following
data would likely aid the process?

I. An analysis of customer complaints received

II. Satisfaction data from a customer focus group
III. Number of product defects detected prior to shipments
IV. Warranty registration data

A. I only
B. I, II, III, and IV
C. I and II only
D. I, II, and IV only

124. To further improve customer loyalty, an investment service organization may

effectively use which of the following strategies?

I. A lost-customer analysis
II. Free lessons for customers on how to make wise investments
III. A customer panel to determine acceptability of a free quarterly newsletter highlighting the
lives of long-term investors
IV. Direct computer access to market information and investment analysis data for high-value
customers

A. I and III only

B. I, II, III, and IV
C. II, III, and IV only
D. I only

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

125. The best use of the cost of lost banking customers is to:

A. Compare this cost from one accounting period to another.

B. Compare lost-customer costs with costs to obtain new customers, and if the cost of
obtaining new customers is greater, refocus efforts on customer retention.
C. Use these figures to reprimand employees responsible for lost customers.
D. Justify an initiative to contact lost customers and entice them to come back.

126. One of the most important customer service principles to apply is:

A. "The customer is always right."

B. When dealing with a problem, thank the customer for bringing the problem to you and
allowing you to help resolve the problem.
C. State your organization's policy regarding handling of such problems.
D. Be sure the customer realizes you are not responsible for the problem.

127. For a bookseller that sells entirely through a Web site, managing the diversity of
customers would entail which of the following?

I. Adopting lean techniques to reduce cycle time

II. Continually developing new service features to take the place of services that have become
"must haves"
III. Responding to the needs of a diverse customer base IV. Understanding and working closely
with multiple publishers

A. III only
B. II and III only
C. II, III, and IV only
D. I, II, III, and IV

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

128. Typical factors chosen as criteria for supplier selection would include all but:

A. Quality award winner.

B. Financial stability of supplier.
C. Capability to meet current and future demands.
D. Supplier 's track record for on-time delivery and incoming quality.

129. A condition under which a supplier appearing on the customer 's "OK to buy from"
list would not be issued an order would be:

I. Item needed is not available from any of OK'd suppliers.

II. Supplier 's quality rating has dropped below acceptable standards on last two shipments.
III. OK'd supplier does not have the capacity to fulfill the customer 's demands for the item
needed.
IV. One or more factors from the selection criteria will not now be met by the supplier.

A. B. I and III only

B. I and II only
C. I, II, and III only
D. I, II, III, and IV

130. In medical device manufacturing and in pharmaceutical production, strict

traceability is mandated by regulation. What type of actions may draw upon this
requirement?

I. Fulfillment of an unconditional guarantee

II. Replacement of failed product under warranty
III. A product recall that is needed to safeguard product users
IV. Analysis of problems leads to process improvement

A. II, III, and IV only

B. III and IV only
C. I, II, and III only
D. I, II, III, and IV

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

131. An action of highest priority is for suppliers to:

A. Implement a system that ensures that customers' needs and the supplier 's terms of sale are
mutually understood and agreed to.
B. Emphasize that the purchase order is the legal contract between buyer and seller.
C. Be sure that the customer 's order form meets supplier 's specifications.
D. Automatically reject an order if the customer makes demands the supplier deems
unacceptable.

132. Some of the metrics that could be used to measure performance of a commercial
painting contractor are:

I. On-time completion of a painting contract.

II. Quality rating resulting from customer 's third-party on-site inspection.
III. Amount (time and cost) or rework required.
IV. Accuracy of billing.

A. I, II, III, and IV

B. I and III only
C. I, II, and III only
D. I, III, and IV only

133. Facts pertaining to which of the following would be critical in developing a system
of supplier performance measurement for an aircraft engine manufacturer?

I. Amount of technical support provided by the supplier

II. Supplier Cpk
III. Defective product reworked before shipment
IV. MTBF of product after installation

A. II and IV only
B. I, II, III, and IV
C. I and II only
D. I, II, and IV only

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

134. In planning the strategy for improving supplier performance, which of the following
should be considered?

I. How the supplier will receive performance feedback

II. How effective is the supplier 's corrective and preventive action system
III. Whether the supplier 's quality management system is certified to an industry-pertinent
standard
IV. How much of this organization's resources will be needed to assist suppliers in improving
performance

A. I, II, III, and IV

B. III and IV only
C. I and IV only
D. II, III, and IV only

135. All except one of the following could be a benefit to a supplier in a partnership or
alliance with a customer. Which one?

A. Enabled to plan long-term production volume based on customer 's forecast of demand
B. Eliminate legal risks
C. Win-win relationship
D. Sharing of resources

136. The role of supply chain management is to:

A. Ensure that the right product/service, in the right quantity, of the right quality, gets to the
right customer at the right time.
B. Control the performance of every organization involved in the supply chain.
C. Be totally responsible for the input from upstream suppliers to ensure that downstream
customers receive outputs that conform to end users requirements.
D. Reduce inventory.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

137. Which of the following is not a technique or practice involved in supplier logistics
management?

A. Buffer inventory
B. Kanban
C. Modular assembly
D. Ship-to-stock

138. The primary purpose of a supplier certification program is to:

A. Reward excellent suppliers.

B. Reduce the number of supplier audits.
C. Shift costs of supplier management from appraisal to prevention.
D. Transfer responsibility for supplier quality to the purchasing department.

139. Which of the following is the least effective technique for developing good
relationships with suppliers?

A. Establishing long-term contractual agreements.

B. Using audits to gain leverage for change in supplier performance.
C. Providing assistance to suppliers to help them meet performance requirements.
D. Enhancing supplier knowledge of the company's near-term and long-term needs.

140. The primary goal of procurement management is to:

A. Purchase goods that meet specified requirements.

B. Form a partnership to recognize key suppliers.
C. Foster sole-sourcing to reduce variation.
D. Reduce new-product development cycle time.

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 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

141. Which of the following is the least desirable goal of the customer supplier
relationship?

A. Maximize return on investment.

B. Satisfy shared customers further along the customer-supplier chain.
C. Prohibit less capable suppliers from entering the market.
D. Ensure high levels of quality in incoming materials.

142. When there is a slippage in quality, just-in-time inventory systems affect:

A. Product scrap rates.

B. Production schedules.
C. Incoming inspection efficiency.
D. Materials usage variances.

143. Designing effective training approaches must take into account:

I. The organization's work system.

II. Organization needs.
III. Individual employee needs.
IV. Training assessment criteria.

A. I, II, and III only

B. I, II, III, and IV
C. I, III, and IV only

144. From the following pairs, select the most critical factors relating to training:

A. Support is derived from the strategic plan and the personal commitment and involvement of
top management.
B. Top management commitment and employee acceptance of the need for training.
C. What training is needed and when.
D. Who will deliver training and to whom.

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

145. Which of the following statements are true about the differences between training
and education?

I. Training focuses more on doing, whereas education focuses more on thinking.

II. Training is typically provided by employers, whereas education might be funded but not
provided.
III. Training teaches students to acquire new knowledge, whereas education teaches new skills.
IV. Training is more job focused, whereas education is more theoretical.

A. I and III only

B. II and IV only
C. I, II, and IV only
D. II, III, and IV only

146. In time of financial stress, training is often one of the first functions to be
discontinued, because:

I. Training is not considered part of the strategic plan.

II. Training is treated as a cost with no quantifiable benefits.
III. Management does not understand the connection between building and sustaining the
organization's competencies and achieving profitability.
IV. The correlation between the function of training and the function of product realization has
not been established.

A. I and II only
B. I, II, and III only
C. I, II, III, and IV
D. II and IV only

147. Which of the following is the primary purpose of training?

A. Improved technological capabilities

B. Improved human resource capabilities
C. Improved employee satisfaction
D. Improved operational results

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

 Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

148. Training appears to be needed in all but one of the following situations. Which
one?

A. A new law requires that training be done

B. A continual stream of terminations and new hires is occurring
C. A cell structure is being created and all employees within each cell must be able to do any
task within the cell
D. All employees must learn basic quality principles

149. A training needs analysis is:

A. An assessment of an organization's capability to meet customers' needs.

B. The action taken as a direct result of a training design deficiency.
C. A gap analysis.
D. The best measure of an organization's performance effectiveness.

150. All except one of the following is a technique used in assessing training needs.
Which one is not?

A. Critical incident analysis

B. Focus group
C. Task analysis
D. Performance problem analysis

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)

Prepared By: Monika Nikolovska [email protected] +389 71 336 198 (WhatsApp)